5 interesting updates to our Freshdesk Knowledge Base editor

Sajesh Krishnadas

In the last couple of weeks, we have been working on some interesting features that will help you and your team to create engaging knowledge base articles for your users.

Interlinking Articles

No more going back and forth between tabs to get the link of an article to be hyperlinked. With the new Interlinking article capability, you can quickly search for articles in your Knowledge Base (or choose from automatic suggestions) and even give it a quick read before adding them as links - all from the same screen.

Image Annotations

Start annotating images on your articles and make it more meaningful - both inline images and attachments. You can highlight a specific portion of an image or a screenshot, add arrows, circles, texts, and more to help customers know exactly what's being described.

Quick Insert Options

We have made it extremely easy for you to add images, videos, or the newly added callout cards into your articles on-the-go. The quick insert options will show up whenever you go to a new line in your article page and clicking on the plus icon on the left will open up the quick options.

Table of Contents (TOC)

Make use of TOC while working on long-form articles such as user guides, how-tos, manuals, etc. The TOC feature will scan through the article and pick all the headings automatically to create it. You can even go ahead and share links to a specific section of the article by clicking on the headings which will generate a unique link.

Sonia Gusella

said
12 days ago

All of them are great! But the best features are the TOC and the Callout cards!!

1 person likes this

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Melody King

said
11 days ago

All of these features seem great. The one we are least likely to use is the ToC because our users generally won't read that much. Is the only difference in the types of calling cards their color? And since only 3 types of the cards show up on Quick Insert, how do you insert one that isn't included in that menu (ie, warning or tip)? Thanks!

2 people like this

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Yvo Heinen

said
11 days ago

@Freshdesk/@melody King

I was wondering about the same: "Is the only difference in the types of calling cards their color? And since only 3 types of the cards show up on Quick Insert, how do you insert one that isn't included in that menu (ie, warning or tip)? "

2 people like this

Sajesh Krishnadas

Admin

said
9 days ago

Thanks Sonia, Melody and Yvo, we are super excited to know that these features are useful.

Melody and Yvo - On the callout cards, we have given the 3 options by default: Note (orange), Info (grey) and Idea (blue). However, if you need to change to warning (red) or success (green), you can follow the below steps:

Insert one of the default callout cards

Switch to the html code view

You will see the <pre> tag for the card, change it as follows:

From - <pre class="fd-callout fd-callout--note"> </pre>

To - <pre class="fd-callout fd-callout--warning"> </pre> (or)

<pre class="fd-callout fd-callout--success"> </pre>

Let me know if it works and keep your valuable feedback coming!

M

Melody King

said
8 days ago

Thank you for the feedback. So just to confirm, the only difference is the color?

I'm really surprised that your team did all the work to make such a great feature, but then made 2 of the 5 cards difficult to access (especially the red one, since that would likely be one of the most used). If I have to actually go in and code, it's unlikely I will ever use those two cards.

Sajesh Krishnadas

Admin

said
7 days ago

Thanks Melody for sharing your feedback. Regarding the callout cards, the difference between them is color so that you can use them based on the required type.

We just wanted to start with few color options to see how it is being used and at the same time wanted to keep the experience simpler. However, in your case, you have pointed out that the red callout card (warning) is what you may use extensively. We will come up with an easier way to add the other color callout cards.